Design and/or deliver Train‑the‑Trainer (TTT) training as a primary mechanism to scale quality, consistency, and learner engagement across markets
Own and continually enhance the Associate Trainers and Program Champions framework, including certification standards, process and governance and overall impact
Provide structured coaching, observation, and feedback to internal trainers and facilitators to uphold delivery standards and learning impact
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Coordinate Veeva Vault releases across development, validation and production environments and deploy approved releases through validated pipelines.
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Enable Learning Studio (agile lite squads) to mobilize into Agile routines to get learning outcomes completed faster with higher quality using continuous input and cross functional inputs (learning and business teams)
Coach squad members within Learning Studio and Learning Portfolio Lead to improve team performance and productivity
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Key Responsibilities:1. Provide remote technical assistance and troubleshooting support for network and equipment-related issues.2. Conduct remote diagnostics and fault isolation to identify and resolve technical problems.3. Deliver configuration guidance and technical advisory support to onsite teams.4. Perform log analysis and ticket review to support issue investigation.5. Access systems remotely (when authorized) to carry out diagnostics and troubleshooting.6. Coordinate with Level 1 (L1) onsite support teams for issue handling and resolution.7. Update and maintain technical documentation related to incidents and system changes.8. Support preventive maintenance activities and contribute to system optimization efforts.
Requirements:1. Minimum 2 year of experience in server troubleshooting, including hardware diagnostics, basic IP/networking, and use of remote access tools.2. Intermediate knowledge of Linux and Windows operating systems, with ability to use commands such as ipconfig and ifconfig, as well as KVM access and remote console troubleshooting.3. Ability to analyze logs, identify root causes, and propose corrective actions.4. Familiarity with RAID configuration, BMC/iDRAC/iLO, and hardware component firmware updates.5. Experience handling Level 2 (L2) escalations and working closely with Level 3 (L3) or vendor support when required.6. Ability to communicate in Mandarin is an added advantage for vendor or customer coordination and backend support7. CIDB certification is encouraged.8. Ability to prepare technical reports, including Reason for Outage (RFO), and post-incident documentation.9. Understanding of networking fundamentals, including VLAN, subnetting, ping/traceroute, and DNS
Design structured learning pathways to support operational excellence and leadership readiness.
Design and deliver engaging in-house training programs including onboarding, SOP training, soft skills, leadership fundamentals, and operational excellence modules.
Facilitate training using adult learning principles and interactive methods to maximize retention and application.
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